Senior Contact Centre Manager

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

At Probe, expect to think differently, challenge the norm and find your purpose. 

Why Probe? Probe CX amplifies human capabilities with technological excellence. In a world that has never been more competitive, we create blueprints for delivering exceptional CX, combine the latest technology with people, process and data, and provide organisations with complete end-to-end service for customer operations.

In this role, you will be the key architect of our operational success, driving excellence and ensuring seamless delivery for Western Australia’s largest electricity generator and retailer of gas and electricity. You will manage outsourced provider relationships in this role and lead a customer experience transition. You will be a key strategic partner with their Senior Leadership team, optimising contract value for all parties and leading WA through an exciting energy transition.

About the Role

As the Senior Contact Centre Manager, you will oversee the day-to-day operations of a 200-plus-seat contact centre with 750K+ transactions a year, driving results through effective leadership and strategic planning. Your ability to foster strong relationships and implement best practices will be vital to achieving and exceeding performance standards. With support from our Digital Transformation team, you will have access to market-leading technologies to help drive Continuous improvement culture, process optimization and embedding automation to improve the CX. 

Key Responsibilities: 

• Implementing best practice initiatives, managing resource priorities and risks, and developing proactive solutions to exceed performance standards will drive operational effectiveness across the contact centre. 

• Develop and maintain strong relationships with the client by giving valuable feedback, including identifying new business opportunities and suggesting ways to achieve efficiency savings.

• Consistently deliver on financial accountability, meeting budgetary targets and key performance indicators. 

• Regularly review and assess performance and delivery standards. 

• Evolve solutions with input from relevant stakeholders to ensure challenges are addressed.

• Ensure the output of the Contact Centre meets contractual performance expectations.

• Take the necessary steps to maintain operational effectiveness through organisational change and adjust your work practices to support change. 

• Provide leadership and support for direct reports, appraise their performance, and ensure employees complete all required training and are provided with development opportunities. 

• Establish internal and external collaborative relationships to ensure organisational goals are achieved and exceeded. 

About You

As a seasoned high-performance contact centre management professional, you bring expertise in operational management, strategic planning, and integrating human capabilities with technological excellence. You excel at managing relationships and serving as a key strategic partner, ensuring client needs are met and exceeded. Your leadership style fosters strong relationships, continuous improvement, process optimisation, and automation. 

Key Attributes:

• Operational Expertise: Proven success in managing large-scale contact centres with best practices and proactive problem-solving.

• Strategic Vision: Collaborate with senior leadership to optimise contract value and identify new business opportunities.

• Financial Acumen: Consistently meet budgetary targets and key performance indicators.

• Performance-Driven: Regularly review and exceed performance standards and contractual expectations.

• Leadership Excellence: Provide leadership and development opportunities to direct reports.

• Collaborative Nature: Establish and maintain cooperative relationships to achieve organisational goals.

Join us to drive operational success and exceptional customer experiences, positioning our organisation at the forefront of the industry.

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive.

At Probe CX equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%!